Internet banking guarantee

If you've been the victim of unauthorised activity on your accounts within internet banking or our mobile app we'll reimburse any money you've lost, as long as you’ve complied with our general terms and conditions, haven’t acted dishonestly or negligently, and have taken reasonable steps to protect your banking.

Ensure you never

Leave your computer unattended while logged into internet banking or the mobile app

Share or record your internet and mobile app login details including the one-time PIN with anyone else, including bank staff, police or family members

Create or use a password that can easily be found out or uses personal information about yourself. For example, your family, street or pet names. Your password or PIN shouldn't be the same or similar to passwords or PINs you've used in the past

Reply to requests for your login details or one-time PIN for either internet banking or the mobile app, other than through Kiwibank Internet Banking or the mobile app

Use shared computers like those in internet cafes to use internet banking.

Make sure

You only download the mobile app from an official store such as Google Play or the Apple App Store

You only use fingerprint/touch ID login on the mobile app if you’re the only one who has a fingerprint stored on the device

To take care when opening unexpected attachments or installing software on your computer or mobile device

To lock your mobile device to stop unauthorised use of mobile banking or unauthorised access to your text messages.

You must contact us immediately if you think your login details or one-time PIN for internet or mobile banking are, or may be, known by another person or that there has been unauthorised use of internet or mobile banking, or your account.